Team Leader, Customer Care Center

Job Summary
Leads a team of Customer Care professionals to execute on the vision and strategy for the organization. Delivers outstanding customer service achieving operating objectives and financial goals according to company standards policies and procedures. Manages develops and leads a team with direct report responsibility including Customer Service Representatives Sr. CSRs & associates supporting back-office duties. Achieves internal and external survey goals for employees and customers.


Essential Functions

• Leads employees to achieve superior results customer advocacy and a high-performance culture that exemplifies NiSources expected employee behaviors culture and values
• Provides clear expectations to team giving timely feedback and evaluating performance
• Implements best practices while driving functional consistency process standardization and operational excellence
• Achieves customer satisfaction goals by planning teaching motivating mentoring and providing feedback to employees
• Maintains team performance through coaching and accountability by planning monitoring and observing individual and team performance
• Coaches customer service teams in resolution techniques including identifying problems leveraging self-service support using senior representatives and Team Leaders appropriately all in efforts to service customers
• Manages daily operational processes according to NiSource guidelines
• Selects coaches and develops team ensuring they are fully equipped with the tools information knowledge and skills. Leverages support from Training and Quality Assurance to achieve this goal
• Maintains comprehensive and accurate employee performance documentation
• Identifies employees with advancement potential and provides ongoing development to build skills and capabilities supporting NiSources leadership pipeline
• Ensures scheduling and allocation of customer care resources providing optimum customer service
• Ensures all employees compliance with company policies procedures and required training
• Effectively communicates and collaborates with critical business partners both internal and external
• Attends all required NiSource training programs on-time. Assists with and leads training as needed
• Ensures all employees complete required training on-time
• Proactively handles escalated customer issues outside of CSR and Sr. CSR scope/authority
• Promotes and assures safe working environments
• Maintains flexibility in work schedule including nights weekends holidays stand-by and emergency support as assigned
• Applicable for Team Leader leading Union represented workforce
• Administers Bargaining Unit contract
• Responds and addresses employee grievances while leveraging Labor Relations support

Required Qualifications For Position

• High School Diploma or equivalent
• 2-3 years of customer service experience
• 2-3 years supervisory experience
• Strong conflict resolution and negotiation abilities
• Positive relations abilities
• PC software proficiency (I.e. Excel Word Powerpoint)
• Knowledge of call center operations processes and key performance measurements
• Ability to lead and motivate a dispersed workforce including onsite and remote employees
• Knowledge of State and Federal Gas/Electric Regulations
• Strong verbal and interpersonal skills
• Ability to manage multiple priorities in a fast-paced environment
• Demonstrated integrity and commitment focusing on detail-orientation effective follow-up and efficient follow through
• Knowledge and ability to use Customer Care Center tools/systems and applications

Preferred Additional Qualifications for Position

• Bachelors Degree

Physical Demands


The preceding description is not designed to be a complete list of all duties and responsibilities required of the position.

As a public utility NiSource provides essential services to customers 24/7. Emergency needs can arise at various times throughout the year including during storm season. Employees may be required to support emergency response efforts which could include working outside normal hours or assisting with tasks outside of typical responsibilities.

Work Authorization

Candidates must be legally authorized to work in the United States and must not require employer sponsorship now or in the future.

Workplace Connection
We value a workplace where everyone feels respected included and able to do their best work. We encourage open dialogue value different perspectives and work collaboratively with employees customers and partners.

We recognize and respect the unique experiences people bring including different backgrounds cultures and viewpoints. We treat others with professionalism and care and we each play a part in creating a positive work environment.

Veteran Hiring & Inclusion

NiSource is proud to support veterans transitioning service members and military spouses. We value the leadership teamwork and mission-focused experience the military community brings and we are committed to providing an inclusive workplace with opportunities for professional growth and development.

Equal Employment Opportunity
NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race color religion national origin or ancestry veteran status disability gender age marital status sexual orientation gender identity sex (including pregnancy lactation childbirth or related medical conditions) genetic information citizenship status or any protected group status as defined by law. Each employee is expected to abide by this principle.

By applying you may also be considered for other roles that match your skills and experience.

ADA Accommodations

If you need a reasonable accommodation to participate in any stage of the hiring process or to perform the essential functions of the position please contact OneHR at or 1-

Safety Statement
Safety is a core value at NiSource. Employees are expected to follow safety requirements report hazards and help maintain a safe environment for themselves and their coworkers.

E-Verify

NiSourceparticipates in the U.S. Department of Homeland Securitys E-Verify program. Please review the following notices regarding your rights and responsibilities under U.S. law.

• E-Verify Poster(English and Spanish)
• Right to Work Poster(English and Spanish)

Salary Range*:

*The salary offered to a candidate is based on several factors including but not limited to the candidates skills job-related knowledge and relevant experience as well as internal pay equity.

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